Blogs

Peter Nowottny joins Quantum Plus

  • Published on: 19 January 2015
  • By: Senior Consultant

All too often in our work as sourcing advisors, we come across disappointing sourcing relationships with ‘SLAs at Green’ but ‘Relationship at Red’. We will probably hear comments along the lines of "I guess the service is more or less OK, but where is all that innovation and added value we expected?"

So how can you avoid this depressing situation and end up instead with an exemplary sourcing partnership which is widely recognised internally and externally as delivering significant business benefit?

Retail IT - The Challenges and Opportunities

  • Published on: 19 November 2014
  • By: Senior Consultant

It is both a tough and exciting time for retail companies. Whether it is just more evolution in a market sector that has had to constantly evolve to survive, or approaching revolution is open to conjecture. What is clear, however, is that the way retail engages with its customers has radically changed in recent years.

We are frequently told that High Street retail traffic has fallen and that the fall is dramatic. It seems that bodies in stores do not directly link to High Street sales; yet consumers are still spending, so retailers are ‘uber’ busy ensuring that they are active across all retail channels in order to capture as much of this consumer traffic as possible.

Contract exit – be aware of the fireworks!

  • Published on: 6 November 2014
  • By: Denzil Brisland

Last night, I witnessed my three year old grandson’s first bonfire night – all wrapped up in oversized knitwear and excited to see these things called fireworks that we’d bought a few days before. However, as soon as we lit the first rocket, the excitement turned into shock and fear at the unexpected almighty bang that filled the night’s sky.

I have to say that the first few attempts were not a spectacular success. However the more Catherine wheels, roman candles and sparklers that were lit, the more confident he grew and the more comfortable he became with the process (realised as Mum slowly regained the use of her left leg).

What is the future for Offshore Contact Centres?

  • Published on: 3 November 2014
  • By: Denzil Brisland

 

Every week I see a new article discussing where the next big outsourcing hub will be based, usually written by local newspapers, magazines or websites in that region. With all the noise, it got me thinking: is the Indian contact centre industry dying, where will the contact centres of the future be located and what is pushing the industry there?

History of offshore contact centres

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